Job Description

Operations Support Assistant

7 months

Warwick - 3 days on per week Mon, Tues & Thurs to cover shifts spanning over 8am - 6pm

230 per day inside ir35

Job Purpose

The purpose of the Operations Support Assistant is to:

• Support the client by answering the corporate phone lines
• Triage service requests raised by Internal and External clients

Responsibilities

• To ensure that the corporate telephone lines are answered in a professional manner and dealing with the callers request in the most appropriate manner.
• To provide an administration service to the accounts helpdesk system by maintaining and administering user accounts, completing password resets and ensuring that client details are kept up to date and accurate.
• To conduct monthly analysis of call stats and Service Requests raised for inclusion into Management reports
• To triage service requests passed to the operations support resolver queues ensuring that the request is dealt with in the most appropriate manner while making sure that all SLA's are adhered to.
• To assist in the creation of business reports for the Service Desk
• To assist with running test scripts for the ICD system upgrades
• To assist the Operations Support Manager with any adhoc requests

Knowledge, skills and experience required

Knowledge / Experience

The post holder must have knowledge / experience of:

• Working within customer service and administrative roles;
• Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel);
• Working on own initiative and not be dependent on continuous hands on leadership;
• A basic knowledge of SQL
• Working well within a close team

Mandatory Skills

The post-holder must have the following skills:

• Excellent customer service skills and experience;
• Must have keyboard skills being able to type with speed and accuracy regarding the content that could be presentable to all levels of staff and customers;
• Must be a good communicator who is able to understand and initiate the customer's requests;
• Must be methodical and have good attention to detail;

If this is the role for you please submit your CV at your earliest convenience. If you have not had a response within 2 weeks please take this as you have not been successful on this occasion.